topic Re: Authentication Problem on EE Auto WiFi in London underground in Mobile Services

Authentication Problem on EE Auto WiFi in London underground

sgolubev — Sat, 21 Jan 2023 20:15:40 GMT

I cannot connect to EE WiFi Auto network on London underground.

I selected EAP method SIM as instructed by your online guide, and I keep getting Authentication Problem error.

See below screenshots:

Re: Authentication Problem on EE Auto WiFi in London underground

James_B — Sun, 22 Jan 2023 10:06:51 GMT

Hi @sgolubev,

Welcome to the EE Community. 🙂

Please get in touch with Customer Care so our Technical Support Team can take a look at this issue for you.

They'll be happy to help.

James

Re: Authentication Problem on EE Auto WiFi in London underground

sgolubev — Sun, 22 Jan 2023 10:13:20 GMT

Hi James, I did and they were not able to help 🙂 referring me to the same page https://ee.co.uk/help/help-new/network-and-coverage/tethering-or-sharing-internet/wifi-on-the-london-underground

Re: Authentication Problem on EE Auto WiFi in London underground

James_B — Sun, 22 Jan 2023 10:47:01 GMT

Hi @sgolubev,

Please get back in touch with Technical Support and let them know you're still experiencing the same issue. They should be able to raise a ticket with their support team for you.

James

Re: Authentication Problem on EE Auto WiFi in London underground

sgolubev — Sun, 22 Jan 2023 11:41:59 GMT

The agent already contacted technical support during my call, and they've sent a link to an outdated Virgin Media article 🙂

Re: Authentication Problem on EE Auto WiFi in London underground

James_B — Sun, 22 Jan 2023 13:23:51 GMT

They'll be happy to take another look at it if you get back in touch @sgolubev

James

Re: Authentication Problem on EE Auto WiFi in London underground

sgolubev — Sun, 22 Jan 2023 16:16:41 GMT

Do they have an email? I don't want to wait another 25 minutes on the line to be told to read the outdated manual.

Re: Authentication Problem on EE Auto WiFi in London underground

James_B — Sun, 22 Jan 2023 16:29:37 GMT

Hi @sgolubev,

You can chat online at ee.co.uk/contact-ee.

Hope this helps. 🙂

James

Re: Authentication Problem on EE Auto WiFi in London underground

RJ461 — Wed, 24 May 2023 13:38:55 GMT

I'm having the same problem! For 3 months now no connection on underground

Re: Authentication Problem on EE Auto WiFi in London underground

RJ461 — Wed, 24 May 2023 13:43:10 GMT

I've literally did everything, system reset, clear cache, forget WiFi and nothing has changed, very frustrating

Re: Authentication Problem on EE Auto WiFi in London underground

James_B — Wed, 24 May 2023 14:20:42 GMT

Hi @RJ461,

Welcome to the EE Community. 🙂

Please get in touch with Technical Support so a member of the team can run through some diagnostics with you.

They'll be happy to help.

James

Re: Authentication Problem on EE Auto WiFi in London underground

thombe — Mon, 26 Jun 2023 12:24:40 GMT

Hi, did you get a solution to this, as I too now have this issue? Its very odd, when it worked before, and I can't seem to make any settings work.

Ben

Re: Authentication Problem on EE Auto WiFi in London underground

Katie_B — Mon, 26 Jun 2023 14:21:55 GMT

Hi @thombe.

Have you been able to speak with our technical care team regarding this?

Katie

Re: Authentication Problem on EE Auto WiFi in London underground

thombe — Mon, 26 Jun 2023 14:55:20 GMT

Hi Katie, no, I haven't, as i'm 'fairly sure i'll be put on hold and end up getting similar answers to those before. As this person who posted has the issue I had, I thought i'd wait to see what the solution was from them, rather than go through it all and struggle to find someone who understands, which is usually what happens with a technical issue.

I do appreciate you asking me, its just I am not confident in a quick solution.

Re: Authentication Problem on EE Auto WiFi in London underground

Katie_B — Mon, 26 Jun 2023 15:36:14 GMT

Thanks for confirming @thombe.

Our technical care team are in the best position to look into this further.

The team have account access and can complete full diagnostics.

Katie 🙂

Re: Authentication Problem on EE Auto WiFi in London underground

thombe — Tue, 27 Jun 2023 07:20:14 GMT

Hi, well I managed to resolve it.
I have a Nokia X20 which is dual sim, i recently swapped one of the sims, and had inadvertently put my EE sim in the other slot.
So when I tried swapping the slots, it all went back to working. If you have a dual sim phone, this may well be worth trying.

Ben

Re: Authentication Problem on EE Auto WiFi in London underground

Christopher_G — Tue, 27 Jun 2023 09:29:48 GMT

That's great, @thombe. Thanks for sharing this, hopefully it will help someone else with the same problem in future.

Chris